Totango Reviews

101 Ratings
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Score 8.1 out of 100

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Jordan Silverman | TrustRadius Reviewer
November 20, 2019

Best CS CRM

Score 7 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

We use Totango as our CRM. It is one of the most important applications in our company. All 11 people on our customer success team use it on a daily basis to track customers and maintain tasks.

In addition we use Totango for usage, campaigns, segmenting our clients, and more!
Read Jordan Silverman's full review
Vincent Frisina | TrustRadius Reviewer
November 20, 2019

Totango

Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

We use Totango to track application adoption and usage. It helps us determine how likely my customers are to renew. I also have alerts set up for when customers exceed their contracted subscription, are within certain contract windows, or haven't used the software in certain time frames.
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Gunjan Marwah | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Reseller
Review Source

Use Cases and Deployment Scope

We are a reseller and implementation partner of Totango. We help businesses identify their customer success platform needs based on their strategy and playbooks, and assess which platform supports them best. Since we also partner with Totango's primary competitor and work on a variety of services and scopes, we provide a holistic view of the market and the true benefits of each.
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Christtian Pinto | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

We are currently using Totango across our Customer Succes organization to manage our book of business across the globe. It allows us to see the customer's lifecycle from onboarding all the way through to quarterly business reviews, upsells and CHURN prevention, allowing us to maximize our time and ensure customer happiness.
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Anonymous | TrustRadius Reviewer
September 17, 2018

User friendly

Score 7 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

Totango was used as our CRM to track customer usage, data, touchpoints, etc. It was only used by our specific Customer Success department so other departments did not have visibility or access to it. Previously, we had several systems, including a home grown CRM to track customer information so data was dispersed across many platforms. This helped to consolidate platforms as well as provide a single pane of glass for all information regarding a customer.
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Anonymous | TrustRadius Reviewer
September 14, 2018

Totango Review

Score 8 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

Totango is an awesome solution for Customer Success. It allows CSMs to have a consolidated view of their customers' overall health. It eliminates the need to work out of your inbox as a to-do list and improves employee productivity and efficiency!
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Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

It is effectively a CRM for our customers in the Customer Success department. It is for tracking, centralized note-taking, and eventually automating simple tasks and alerts based on, among other things, customer health.
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Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

Totango was being used to help us gauge customer health. The goal was to use it to see who needed touch points and mitigate churn from our product. It was mainly used by our CX team.
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Stephen Wilson | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

Our Customer Success and Renewal Sales organization uses Totango to provide insight into client utilization, client health, contract status, and client "TouchPoints" and interactions with the CSMs and Sales team. Allows us to create playbooks (Sets of actions) for our CSMs for certain conditions like a new contact is in play, or client has a support incident logged. It helps address the need for more granular real time insight into client health so we don't have to rely on lagging indicators like NPS or CSAT Survey scores. It is critical we get out in front of any potential client issues as well as understand how our CSMs are interacting with their portfolio of clients.
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Cyrille Saulnier | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

Totango is currently used to manage our client usage. It is used by CSMs, AMs, product managers, and marketing. We have several workflows implemented and have started to send campaigns.

It allows us to be more pro-active and anticipate potential issues with our clients. The business is really getting value from Totango and more and more people are using it beyond the CS team.
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Cecilia Prado | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

Totango is being used to minimize the impact of unexpected churns; to measure and increase sales and the customer success teams' productivity and to get product optimization insights.

Today, it is used mainly by 3 teams: customer success, operations, and product development. Customer success is totally guided by Totango's insights. They constantly monitor their account's health and design strategies to increase customers' satisfaction together with the operations team.

The health score given by Totango is even in these team's business goals related to compensation and bonus. The health scenario is also analysed by the company directors frequently in order to understand the impact of customer success' actions.
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Jamie Wang | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

Primarily customer success and support is making use of Totango. We are using the tool to track user engagement to see the various actions specific users are taking. This helps us better understand use cases and challenges a user my face. Beyond that, it gives a nice quick glance into seeing what is happening across a large group of customers to try and find clients falling into bad health and proactively reach out to them if they have stopped using the tool.

The benefits also extend to our product team to track the effectiveness of new feature releases.

Also, the sales team has not yet implemented it, but it will be helpful for them to track how various leads are using the software during their trials.

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George Markou | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

Totango is currenlty being used by the entire organization in order to track our customers' engagement with the product, their general health, as well as to segment our customer base, keep track of the current and past MRR and revenue/other cost metrics, and finally as a platform that facilitates email campaigns.
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Rob Deutsche | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

We implemented ToTango to get a better view of how our customers were behaving, and to trigger specific activities at certain points in the customer lifecycle. Our issue was that we had lots of customers and lots of data that we weren't using, as we had scarce people resources. ToTango now powers our entire customer lifecycle, as well as targeted CS, training, and upsell efforts. It has been pivotal for our Customer Success department, and I cannot imagine functioning without it now.
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John Abraham | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

Totango is mainly used to find our clients' usage of our software. We do get good updates about what modules they use and how many minutes they use as well as how well they use the software. We can also get the following information:
  • Customers usage
  • Appointments through online software
  • Usage frequency
  • Monthly and weekly updates on usage
Totango also helps us to forecast whether the doctor will renew the software subscription or will be churn. It also helps us keep track of whether the doctor has been trained for the software or needs to be trained.
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Sam Rutzick | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

Totango is used by our Account Management, Customer Success, and Product teams to track customer engagement in the TrackMaven platform, our interactions with them, and to help set tasks that we need to complete with the customers. It also allows us to track customer health by seeing how much they are interacting with our platform and what modules they use.
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Alex Kim | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

All of our Customer Success team uses Totango to monitor customer health and activity, as well as track touchpoints. It helps us to know the current customer health, get alerted about changes in health, and perform actions and tasks based on that health. Before we used it, we could only use our own metrics to gauge their usage, but now we can track clicks, actions, and users and set health scores based on it.
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Ben Joe | TrustRadius Reviewer
July 01, 2016

To Tango

Score 7 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

Totango is being used to monitor all Doctor accounts and last updates made on them. We monitor the usage of the doc and which details are missing in his profile, training, etc. This helps other agents who take up the account to have a fair idea of what was already happening with the Concerned Doc.
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Peter Filias | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

We use Totango along with Salesforce to give us telemetry on our current customers, mainly to help us with users in 3 phases:
1) Onboarding
2) Middle of their term
3) Towards their renewal time

The Customer Success department is the main user of Totango. It solves the business problem of having a single point (tool) that gives us information on our customers without having to jump between systems.
Read Peter Filias's full review

Feature Scorecard Summary

Role-based user permissions (37)
6.5
API (34)
7.1
Integration with Salesforce.com (45)
7.1
Integration with Marketo (3)
5.4
Product usage (58)
7.8
Help desk / support tickets (40)
7.2
Sponsor tracking (6)
6.1
Customer profiles (58)
7.8
Automated workflow (56)
7.6
Internal collaboration (51)
7.3
Customer health scoring (59)
7.9
Customer segmentation (55)
7.6
Customer health trends (58)
7.8
Engagement analytics (58)
7.3
Revenue forecasting (45)
7.2
Dashboards (56)
7.1

About Totango

Totango is a customer success platform that is designed to help recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements.

According to the vendor, Totango is also the only customer success platform provider that offers solutions for companies that have or sell into multiple products, hierarchies, and channel partners.

Features Include:

  • Customer and User Monitoring Platform: real-time monitoring of key account and user-level metrics on product adoption, value delivered, utilization, and operational incidents.

  • Early Warning System: a system that computes customer health and alerts companies when a customer needs attention based on shifts in health or occurrence of specific at-risk events.

  • Customer Success Work Management: business process management for customer success managers and executives including account management workflows, best practice automation, team performance measurement, and executive reporting and dashboards.

  • Customer Nurture and Retention Campaigns: automated, personalized campaigns to drive onboarding and product adoption based on actual user behavior and results.

  • Customer Analytics: Deep segmentation and analytics capability to discover trends across the customer base, develop benchmarks, and examine rich account and user profiles.

Categories:  Customer Success

Totango Features

Customer Data Extraction / Integration Features
Has featureProduct usage
Has featureHelp desk / support tickets
Has featureOnline customer community
Has featureBilling
Has featureMarketing emails
Customer Success Management Features
Does not have featureNPS surveys
Does not have featureSponsor tracking
Has featureCustomer profiles
Has featureAutomated workflow
Has featureInternal collaboration
Has featureCustomer health scoring
Has featureCustomer segmentation
CSM Reporting & Analytics Features
Has featureCustomer health trends
Has featureEngagement analytics
Has featureRevenue forecasting
Has featureDashboards
Has featureCustomer lifetime value
Has featureChurn rate
Security Features
Has featureRole-based user permissions
Platform & Infrastructure Features
Has featureAPI
Has featureIntegration with Salesforce.com
Does not have featureIntegration with Marketo
Does not have featureIntegration with Eloqua
Additional Features
Has featureCustomer Health Reasons
Has featureCustomer Health Change Tracking
Has featurePortfolio Management
Has featureTeam Performance Review
Has featureHealth Console
Has featureAccount Hierarchy
Has featureCustom Metrics
Has featureUser Level Reporting
Has featureTeam Adoption
Has featureISO 27001 Security

Totango Screenshots

Totango Competitors

Totango Support Options

 Paid Version
Phone
Live Chat
Email
Forum/Community
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

Totango Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Apple iOS